…excellence drive. H.R. were busy becoming excellent Operations were busy becoming excellent I.T. were busy becoming excellent Sales and Marketing were busy becoming excellent They were all striving to build there centres of excellence and all of them were layering in costs and inefficiencies for everybody else. Imagine what the financial results looked like. Organisations are systems They have hundreds of interdependent parts that work together to…
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Changing the Rules
…nted. Pay rises were divorced from performance appraisals. The canteen was free. People could work wherever they wanted. Your bonus depended on how much you cooperated with your colleagues. Would those rules be sacrilegious or sensible? There are organisations that apply them. Try something new, it doesn’t have to be permanent. You can test rules and change them, keep what is helpful, through out what is not. Rule your organisation, not your peopl…
Does the Small Stuff Matter?
…esign is also true for service design. Do you make things easy for your customers, or frustrate them? If you enjoyed this post click here for free updates Watch another opinion Image by Harshit Sekhon …
Process Controls or Commandments?
…a new control, a new step. Do you have commandments or controls? In your service centre you should have controls, controls to hold things straight, controls to prevent chaos. But if you don’t update, change and challenge them, they will become commandments. Set in stone. Controls that break controls lead to process improvement Commandment upon commandment leads to bureaucracy Which would you like? If you enjoyed this post sign up for free update…
The Daily Grind
…is is not a nice place to be. It is why people with jobs like mine tend to come and go. Things can easily become so bad that we jump, or maybe we just get pushed. Teaching you to suck eggs So far this post has been a long exercise in stating the blindingly obvious, but if you have a job like mine let me repeat myself… Sooner or later your ability to cope will falter and you will spiral downward. When this happens there are only two ways to improv…